Evening Customer Service Representative Job at Johnson & Johnson Heating, Air Conditioning, and Plumbing, Martinsburg, WV

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  • Johnson & Johnson Heating, Air Conditioning, and Plumbing
  • Martinsburg, WV

Job Description

Evening Customer Service Representative
Martinsburg, WV 25403  
 
Are you someone who loves helping people and takes pride in providing exceptional customer experiences? Do you want to work on a team where you’re seen, appreciated, and supported every step of the way?  If that’s a YES—this might be the opportunity you've been waiting for.  

At Johnson & Johnson Heating, Air Conditioning, and Plumbing , we’re not just another home services company—we’re a team of hardworking, humble people who believe in doing the right thing for both our customers and our employees.

👋 Who We Are
We’re a locally-owned, faith-led, family-oriented company that’s been serving the tri-state area for decades. Our reputation is built on quality, integrity, and a people-first approach—and that includes our team. When you work here, you're not just a number—you’re part of something bigger.  
 
💛 Why You’ll Love Working With Us
  • Pay: $15.00 - $20.00 per hour (Depending on skills & experience)
  • Health Insurance: We pay 100% of your health coverage! Vision and dental available, too.
  • Simple IRA with a company match: Plan for your future while you grow with us.
  • Company Culture: We’re like a big family here. You'll enjoy company outings, team lunches, and friendships that go beyond the workplace.
  • Paid Training & Career Development: We invest in our people—we want you to grow.
  • If you’re looking for more than a job—if you're looking for a place to belong, grow, and make a difference—we want to meet you.
Schedule:
  • Monday–Thursday: 12:00 PM – 8:00 PM
  • Friday: Standard business hours (due to Sabbath observance)
  • Note: Flexibility may be required based on business needs and technician availability.
What You’ll Be Doing
  • Answering inbound calls promptly and professionally, following the company’s call handling scripts and procedures.
  • Actively listening to customers to understand their needs and provide accurate information or schedule appointments accordingly.
  • Maintaining a positive, empathetic, and professional attitude toward customers at all times.
  • Logging call details, customer concerns, and job information accurately in ServiceTitan.
  • Communicating effectively with technicians and department managers as needed to resolve customer concerns or scheduling issues.
  • Following up on customer requests, reschedules, and service reminders.
Outbound Call Focus:
  • Performing outbound calls with a focus on booking open estimates, club maintenance, unsold leads, and expiring memberships.
  • Achieving daily outbound calling goals as defined by the Call Center Manager.
  • Tracking call outcomes and report daily progress toward key performance indicators (KPIs).
  • Reactivating lost customers or converting aged estimates into booked appointments through proactive engagement.
Dispatch Responsibilities (Limited Scope):
  • Dispatching on-call technicians efficiently based on urgency, skillset, and location during evening hours.
  • Monitoring ServiceTitan for incoming emergency or after-hours service requests.
  • Ensuring clear communication with technicians on call, including confirming job details and estimated arrival times.
  • Escalating critical issues to department managers or leadership when needed.
What We’re Looking For
  • High school diploma or equivalent required.
  • Minimum 1–2 years of experience in a call center, dispatch, or customer service role.
  • Strong verbal and written communication skills.
  • Ability to multitask in a fast-paced environment with minimal supervision.
  • Proficient in computer systems; experience with ServiceTitan and ProBook a plus.
  • Comfortable working independently during evening hours with access to on-call support as needed.
Core Competencies:
  • Customer Focus
  • Communication and Listening Skills
  • Time Management and Prioritization
  • Problem-Solving
  • Initiative and Self-Motivation
  • Team Collaboration
  • Accountability

Ready to Get Started?
📩 Apply now and let’s start building something great together.

 

Job Tags

Hourly pay, Full time, Afternoon shift,

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